About Us
Next Technik is a NetSuite SuiteCloud Development (SDN) partner with operations in Australia, North America, and the United Kingdom. Our native-built application for NetSuite (BFN) is "NextService" and enables customer engagement through Field Mobility. NextService is distributed around the world through multiple channels of distribution and is the recommended Field Service Management product for NetSuite/Oracle. Check us out at www.nextservicesoftware.com for additional company information.
We are now looking for a passionate Customer Success Team Manager (or Success Manager) to join our growing team!
A Success Manager coordinates our Customer Success team, who work to build meaningful relationships with our customers in order to deliver value and d deliver a fantastic experience to our customers in need.
Goals of this role:
- All customers are happy with their Success experience.
- Success team members are in regular contact with you and have the support and guidance they need to ensure they are successfully building relationships with customers.
- You’re always improving yours and your team’s technical capability as an Account Manager, and your expertise with NextService and NetSuite.
- Yours and your team’s solutions to cases are simple, elegant, and follow industry and Next Technik best practices.
- We have reliable data reflecting the customer experience in Success and use this to prioritize and execute improvements to our ways of working.
Responsibilities of this role:
- Facilitate and ensure the team attends regular Success Team rituals such as daily stand-ups.
- Lead by example in following all processes for your team and the wider business.
- Monitor key Success metrics and work with Customer Experience leadership to proactively address areas of concern.
- Ensure incoming cases are triaged throughout the day, prioritized and assigned to team members including yourself appropriately based on experience and capacity.
- Monitor the case volume and response times for each team member including yourself and ensure caseloads are balanced across the team and that everyone has an achievable workload for each day.
- Regularly check-in with your team to identify and remove roadblocks.
- Ensure all Success team members are well trained in our processes and product, and work with Success SMEs to continuously improve the capability of the team.
- Work closely with the Product team to align on providing an excellent customer experience.
- Proactively identify and respond to changes to the Success environment, including but not limited to guiding the team on how to communicate increased response times, creating talk tracks for common issues, and so on.
- Ensure your team are following the correct internal processes, including charging for classified billable work as per our customer agreements, tracking time using the tooling provided, using centralized communication methods, and documenting verbal conversations with customers.
- Act as an escalation point for any customers that are unhappy with the service they have received, understand both their technical and experience concerns, and liaise with your team and various other internal teams to resolve and regain goodwill with the customer.
- Aim for continuous improvement in the functioning of the Success team — identify opportunities for us to “level up” our Success experience and work with your internal Success network to tackle them.
- Be accountable for the quality of service your team is delivering, and work with Success SMEs to address quality gaps that may arise, both functionally and technically.
Experience/Skills Needed:
- 5+ years' experience in customer success or related channels.
- 2+ years’ experience in a manager or supervisor role in smaller/start up environments which requires all hands-on deck.
- Consulting experience implementing NetSuite or equivalent ERP solutions (Epicor, Microsoft Dynamics, SAP Business One, Oracle) extremely desirable.
- Experience working on projects with multiple stakeholders.
- Experience in setting priorities based on both customer and business requirements.
- Strong empathy for customers and a passion for revenue and growth.
- Enthusiastic and creative leader with the ability to inspire others.
- Excellent communication and presentation skills.
- Relevant bachelor’s degree preferred in computer science or related degrees.
Why Next Technik?
- Salary package be in-line with experience and designed to attract the best and brightest in the market.
- We offer a range of benefits for you and your qualified dependents, including medical, dental, vision, and employer paid short-term and long-term disability.
- Rapidly growing and expanding company in Australia and internationally.
- Exciting career opportunities.
- Fast paced in a collaborative team environment.
- Clear and transparent communication.
- We care about the customer experience!
If you have a passion for technology, are looking for a new challenge in a rapidly growing business and have a true passion for customer success then we are the team for you! We look forward to reviewing your resume/CV.